Bank accounts: Best banks for customer satisfaction

How bank account providers score for customer service

We ask bank account customers to rate how satisfied they are with their current account provider, the table below reveals the best and the worst banks for customer service. To find out which bank accounts are Which? Recommended Providers see our tables.

We also compare the best bank accounts if you stay in credit and the best bank accounts for authorised overdrafts. 

Customer satisfaction for banking
ProviderCustomer serviceClarity of statementsDealing with queries and complaintsService in branchTelephone serviceInternet serviceCustomer Score
First Direct83%
Metro Bankn/a75%
Norwich & Peterborough BSn/a73%
Marks and Spencer Bankn/an/a67%
Coventry Building Societyn/an/an/a65%
Co-operative Bank64%
TSB Bank64%
Tesco Bankn/an/an/a63%
Virgin Moneyn/an/an/a63%
Bank of Irelandn/a61%
Intelligent Financen/an/a57%
Lloyds Bank57%
Danske Bankn/an/a57%
Clydesdale Bank57%
Yorkshire Bank56%
Post Officen/an/a55%
Barclays Bank55%
Bank of Scotland55%
First Trust Bankn/an/an/an/a53%
Royal Bank of Scotland51%
Ulster Bankn/an/a38%
Average Customer Satisfaction Scoren/an/an/an/an/an/a61%

Table notes:
n/a = sample size too small
Average overall customer satisfaction score is 61%
Sample sizes: First Direct (351), N&P (53), Citibank (68), Santander (505), Nationwide (499), M&S Bank (53), Coventry BS (47), Co-operative Bank (352), TSB Bank (348), Smile (99), Tesco Bank (51), Virgin Money (50), Bank of Ireland (50), Halifax (500), Intelligent Finance (50), Lloyds Bank (500), Danske Bank (52), Clydesdale Bank (176), HSBC (500), NatWest (500), Yorkshire Bank (200), Post Office (48), Barclays (402), Bank of Scotland (200), First Trust Bank (39), Royal Bank of Scotland (354), Cahoot (51), Ulster Bank (46).  Total sample size: 6,299

Our research

Customer scores are based on a survey of an online panel of respondents from the general public, who were invited to take part in the bank account customer satisfaction survey - during August 2015. The final sample size was 6,299.

Overall customer scores are worked out using a combination of overall satisfaction and how likely the respondents are to recommend their bank to a friend. Companies need at least 30 responses to be given a rating.

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Which? Limited (registered in England and Wales number 00677665) is an Introducer Appointed Representative of Which? Financial Services Limited (registered in England and Wales number 07239342). Which? Financial Services Limited is authorised and regulated by the Financial Conduct Authority (FRN 527029). Which? Mortgage Advisers and Which? Money Compare are trading names of Which? Financial Services Limited. Registered office: 2 Marylebone Road, London NW1 4DF.